Customer Success Manager

RankWorks; Pointe-Claire; On-site; CAD 55,000 - 70,000; Full time

Job summary

RankWorks seeks a Customer Success Manager to empower clients through effective onboarding and ongoing support. In this role, you'll leverage data analytics to enhance client satisfaction and drive renewals, while collaborating with cross-functional teams to optimize the use of our platform. The ideal candidate has experience in SaaS or digital marketing and excellent communication skills, with a strong focus on client relationships.

Benefits

Quarterly performance bonuses

Comprehensive medical and dental coverage

Professional development stipend for training

Qualifications

• 3+ years in Customer Success, ideally in a SaaS environment.
• Experience handling complex client relationships.
• Bilingualism in French and English is a plus.

Responsibilities

• Lead onboarding workshops and monitor client satisfaction.
• Conduct regular business reviews and deliver ROI analyses.
• Address technical and strategic client issues effectively.

Skills

Data-driven decision-making

Excellent verbal and written communication

Building trust with clients

Problem-solving abilities

Collaboration across teams

Education

3+ years in Customer Success or Account Management

Tools

Salesforce

HubSpot

Tableau

Job description

About RankWorks

RankWorks is on a mission to level the playing field for small and medium-sized businesses. Our AI-powered digital marketing platform combines real-time SEO, SEM, social media analytics, and website optimization into one intuitive dashboard—so growing companies can compete like enterprises without the big-agency price tag. Backed by blockchain for data integrity and designed for rapid deployment, we empower clients to make smarter decisions, amplify their online presence, and capture market share fast.

Why You’ll Love It Here

• Impact at Scale:Own end-to-end customer journeys and see firsthand how your work drives retention, revenue growth, and product innovation.
• Cutting-Edge Tech:Partner with Product and Engineering to refine AI models, analytics dashboards, and blockchain features that keep us at the forefront of digital marketing.
• Collaborative Culture:Join a tight-knit, cross-functional team where your voice is heard—whether you’re in Sales, Marketing, or Development.
• Continuous Learning:Leverage our professional development stipend for certifications, conferences, or advanced training in customer success and digital marketing.

What You’ll Do

Client Partnership & Onboarding

• Lead kick-off workshops and technical implementations for new clients, ensuring a smooth transition from Sales to Success.
• Customize onboarding plans that align our platform’s capabilities with each client’s unique KPIs and business objectives.

Adoption & Value Delivery

• Monitor usage metrics, campaign performance, and health scores to surface risks and growth opportunities.
• Host regular business-review meetings, deliver ROI analyses, and recommend optimizations across SEO, PPC, social ads, and content strategy.

Issue Resolution & Escalations

• Act as the single point of contact for any technical, billing, or strategic issues—triaging internally and delivering timely resolutions.
• Proactively identify friction points and collaborate with Engineering to ship bug fixes or feature enhancements.

Renewal, Expansion & Advocacy

• Develop account plans targeting renewals, upsells, and cross-sell opportunities, meeting or exceeding quarterly retention and expansion quotas.
• Cultivate customer advocates through case studies, reference calls, and participation in our advisory board.

Feedback Loop & Product Influence

• Gather qualitative feedback from client interactions and quantitative insights from platform usage to inform the product roadmap.
• Partner with Product Managers to validate new features in beta programs and share adoption learnings.

Who You Are

• Experienced:3+ years in Customer Success, Account Management, or Client Services—ideally in a SaaS or digital marketing environment.
• Analytical:Comfortable with data-driven decision-making, using BI/CRM tools (e.g., Salesforce, HubSpot, Tableau) to track account health and forecast churn risk.
• Communicator:Exceptional verbal and written skills, capable of translating technical concepts into clear, business-focused recommendations.
• Relationship-Oriented:You build trust quickly, listen actively, and manage complex stakeholder dynamics.
• Problem Solver:You thrive on troubleshooting issues, adapting to change, and turning challenges into opportunities.
• Collaborator:You work seamlessly across Sales, Product, Marketing, and Engineering to drive customer outcomes.

Nice-to-Haves

• Experience with SEO/SEM platforms (e.g., Google Analytics, Search Console, Facebook Ads Manager).
• Familiarity with blockchain concepts or AI/ML-driven analytics tools.
• French-English bilingualism.

What You’ll Get

• Base Salary:CA $55,000 – $70,000
• Performance Incentives:Quarterly bonuses tied to renewal and expansion targets
• Health & Wellness:Comprehensive medical and dental coverage

How to Apply

Please include a cover letter with your resume and a cover letter highlighting a specific customer-success challenge you’ve solved

Applications are reviewed on a rolling basis. We thank all applicants for their interest; only those selected for an interview will be contacted.

RankWorks is an equal-opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.